Production Support Engineer II

Truist-posted 3 months ago
Full-time • Mid Level
Raleigh, NC
5,001-10,000 employees
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The Production Support Engineer II is responsible for providing day-to-day support for business-critical systems, ensuring operational stability, and quickly resolving incidents. Work includes but is not limited to deploying code changes to production, applying the latest patches to off-the-shelf applications and middleware components, enabling automation for routine administrative or reporting tasks, and enabling additional application monitoring.

  • Identify, troubleshoot, and resolve lower to medium-priority technical issues with guidance from senior engineers, ensuring minimal disruption to business operations.
  • Support day-to-day monitoring of system performance and use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect anomalies and take corrective actions.
  • Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues to senior engineers as needed.
  • Assist in automating routine production support tasks by developing or modifying scripts and tools.
  • Maintain documentation for production issues, troubleshooting steps, and system configurations, contributing to the shared knowledge base.
  • Participate in incident, problem, and change management processes, following ITIL best practices.
  • Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes to improve system stability.
  • Support the implementation of process improvements to enhance system performance and minimize downtime.
  • Assist with mentoring and supporting junior-level engineers, providing guidance as needed.
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
  • Four to eight years of experience in production support, systems engineering, database engineering or related technical roles.
  • Experience with IT Service Management (ITSM) tools such as ServiceNow with solid understanding of incident, problem, and change management processes.
  • Proficiency in using monitoring tools like Splunk, Dynatrace, or CloudWatch to detect and resolve system performance issues.
  • Strong analytical and problem-solving skills, with the ability to assist in root cause analysis and incident resolution.
  • Ability to work independently on lower-to-medium priority incidents and escalate complex issues when necessary.
  • Minimum of 4 years of experience as an application system administrator, software engineer, and/or application developer.
  • Experience with Oracle Financial Services Analytical Applications (OFSAA) as a system administrator or developer.
  • Demonstrated experience maintaining applications in Linux or AIX and Windows.
  • Previous experience supporting mainframe-based applications that depend on COBOL programs and CICS.
  • Proven ability to automate tasks via UNIX shell scripting or PowerShell.
  • Some exposure to ETL tools like Informatica Power Center.
  • Experience with enterprise scheduling software like CA ESP Workload Automation.
  • Familiarity with cloud technologies, such as AWS, Azure, or GCP.
  • Experience using web servers, application containers, caching technologies.
  • Solid knowledge of relational database design and development (SQL, stored procedures, data modeling).
  • Experience with build tools, such as Git, Maven, and Jenkins.
  • Proven ability to write comprehensive unit and integration tests.
  • Familiarity with supporting Agile team/processes.
  • Medical, dental, vision, life insurance, disability, accidental death and dismemberment.
  • Tax-preferred savings accounts.
  • 401k plan.
  • No less than 10 days of vacation during the first year of employment.
  • 10 sick days.
  • Paid holidays.
  • Defined benefit pension plan, restricted stock units, and/or a deferred compensation plan may be available.
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